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Return Policy

Tomums provides simple and fast product returning/changing service, and the user may apply for product returning/changing within 7 days from the date of actual reception (the actual date of arrival indicated on the third-party express service or logistics platform shall be taken as the date of actual reception for this purpose), and for product changing within 30 days from the same date. The detailed implementation rules are as follows:

Reason for product returning/changing

Description of the reason for product returning/changing

Whether allowing product returning/changing within 7 days

Whether allowing product changing within 30 days

Whether transport cost to be collected for product returning

Remarks

Mis-operation of warehouse

Tomums’ personnel make mistakes in document preparation, sorting, warehouse-out or delivery, mainly including delivery of wrong products, insufficient products or excessive products.

Yes

No

No

After receiving the product, the buyer needs to check whether the product is consistent with the order as soon as possible. If not, the buyer needs to promptly contact the customer service personnel of the Company.

Transport damage

Transport damage refers to product damage, leakage, breaking, contamination and the like caused during transport.

Yes

No

No

The buyer needs to provide a photo showing clearly the problem. After the after service personnel of the Company verify the fact, a transport damage will be recognized. It is suggested that, when signing in the parcel, the buyer should timely check the outer package for any damage or deformation. If yes, the buyer should point it out to the courier, take photos as evidence, open the outer package, and sign in the product only if it is found intact.

Product quality problem

Product quality problem refers to any inconsistency between the product and the corresponding Product Specification provided on the official website of Tomums in terms of appearance, purity, physical and chemical properties, and so on.

Yes

Yes

No

The buyer needs to provide a photo or graph that can prove the quality defect. After the technology department of the Company verifies the fact, a quality problem will be recognized.

Reason attributable to the buyer

Reasons for product returning/changing attributable to the buyer, such as improper storage, wrong order placed, and so on. Where the Company consents to the returning/changing, a commission charge amounting to 20% of the transaction price of the product but not less than RMB 100 will be collected.

Yes

Yes

Yes

The buyer needs to communicate with Tomums’ personnel to check whether the product can be returned or changed. Generally, products from overseas warehouses, customized products, products needing low temperature storage or transport, products with poor stability, unpacked products and used products cannot be returned or changed.

Product returning/changing flows:

1. The buyer brings forward a request for product returning/changing, and Tomums’ customer service personnel verify the case and give a reply within 48 hours after receiving the request.

2. Where the request meets the conditions for product changing, if the reason for the changing is attributable to Tomums (such as mis-operation of warehouse, transport damage and product quality problem), re-delivery will be arranged within 1 working day. If the reason for the changing is attributable to the buyer, in principle the buyer needs to send the product back to Tomums firstly, and then re-delivery will be arranged after Tomums’ personnel verify the case; upon communication between the buyer and Tomums’ customer service personnel, re-delivery may be arranged before the product is sent back to Tomums.

3. Where the request meets the conditions for product returning, Tomums will complete verification of the product and the invoice (if issued already) within 5 working days after receiving the product and the invoice returned from the buyer, and will refund the payment (if made already) within 1 additional working day if no problem is found; if there is any problem, further communication is required.

4. Where the request does not meet the conditions for product returning/changing, Tomums will explain the reason to the buyer in detail.